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2-Line CapTel: Frequently Asked Questions

What is 2-Line CapTel?

2-Line CapTel is an optional way to use the CapTel 800 phone that is more convenient and transparent for you and your callers. By using two telephone lines instead of just one telephone line, your CapTel 800 can display captions on every call, at any point in the call. Your callers won't need to dial the captioning service first for you to get captions.

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What are the benefits of 2-Line CapTel?

Any incoming call can be captioned...
even unexpected calls from a doctor's office, the kids' school, or casual acquaintances.

People call your phone number directly...
Callers don't need to dial the captioning service first, and you still get captions. No need to remember/give out a different phone number.

Captions can be turned on or off...
at any point in the call.

Captions are available for every type of call...
including emergency 9-1-1 calls or calls through relay service.

You can use special calling features...
such as Call Waiting, 3-Way Calling, or other services available through your telephone provider.

2-Line CapTel supports star codes...
for things such as *69 automatic dial-back and some voice mail services.

At work, you can easily dial inter-office extensions...
and still receive captions.

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How does 2-Line CapTel work?

Diagram: How the CapTel phone works Click to enlarge

Calls are made/answered on one telephone line just like with any other phone. At the same time, captions are provided over a second telephone line that automatically connects to the Captioning Service. This lets you turn captions on/off on Line 2 at any time in the call without affecting the voice conversation on Line 1. It also lets people call your phone number directly (on Line 1), and you will get captions of the call (over Line 2).

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What are the requirements for 2-Line CapTel?
  • You must have a CapTel 800 telephone (Model 800).
  • You must have two separate telephone lines, each with its own separate telephone number, in your home or office. The second line cannot merely be an extension line.
  • At least one of the two lines (Line 2) must be analog or DSL with filter. Line 1 can be analog, VOIP, or DSL with filter.

Digital telephone lines such as in a PBX system are not compatible with the CapTel 800 phone and may damage the telephone or telephone network. If you are installing the CapTel 800 in an office or residential facility environment, check with the telephone system administrator to ensure that an analog port is available. A digital subscriber line (DSL) may be used with an appropriate filter.

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How do I get a second telephone line in my home?

If you don't already have a second telephone line, contact your telephone service provider to make arrangements. Charges for a second line will apply and vary by provider.

Note: If you already have a second phone line in your home or office (i.e. for a fax machine or other family members) be sure that it is not in use when you place or answer a 2-line CapTel call. If the other line is already in use, the captions will not appear, because the Captioning Service cannot be connected if Line 2 is already in use.

Are there any costs involved with 2-Line CapTel?

If you do not already have two telephone lines in your home or office, your telephone service provider may have fees for setting up a new line, and/or monthly charges on that line.

The second line may be very basic, without long distance or advanced features such as Call Waiting or Caller-ID.

Otherwise, there are no separate costs associated with 2-line CapTel service. (CapTel users are responsible for any long distance charges they make.)

What type of telephone lines can be used for 2-Line CapTel?
LINE 1
(voice line) 		CAN BE:
- an analog telephone line
- DSL with appropriate filter (Digital Subscriber Line)
- Digital Cable
- VOIP (Voice over Internet Protocol)
LINE 2
(captions line) 		MUST BE:
- an analog telephone line, or
- DSL with appropriate filter (Digital Subscriber Line)
I'm using the CapTel phone already, how do I switch to 2-Line CapTel?
  1. Confirm that you have a second dedicated phone line available, with its own telephone jack and telephone number.
  2. Make sure your primary telephone line cord (Line 1) is plugged into the jack marked with the wall-jack icon on the bottom of the CapTel 800 phone. Plug the second telephone line cord (Line 2) into the other telephone jack (with no symbol).
  3. In the CapTel menu, change the "2 Line Mode?" setting to "ON." If you do not see this option in your menu, contact CapTel Customer Service for assistance.
What are the differences between 1-Line and 2-Line CapTel?
Comparison of 1-Line and 2-Line CapTel Phones
Standard CapTel 2-Line CapTel
Captions and voice are provided across one telephone line. Conversation is carried on one line, captions are provided on a second telephone line.
Captions must be initiated at the start of a call. Captions can be turned on or off on demand, at any point in a conversation.
Your callers must first dial the toll-free captioning service, then enter your number, in order for you to receive captions of their call. Incoming calls are automatically captioned. Your callers simply dial your phone number directly.
Call-waiting tones may interrupt captioning support. You cannot use call-waiting during a captioned call. You can use call-waiting during a captioned call.
Automatic call-back (*69) option cannot be used. Automatic call-back (*69) option is supported.
Calls to 9-1-1 and 7-1-1 are treated as Voice Carry Over calls and routed to 9-1-1 and relay directly. The 9-1-1 or relay operator’s typed messages appear on the CapTel display, but you will not have sound over the phone line while receiving captions. Calls to 9-1-1 and 7-1-1 are captioned through the Captioning Service on the second line. Your conversation is conducted on the first line. You get both sound and captions of the call.
Calls are automatically routed through the Captioning Service on outgoing calls only. Calls are direct between parties. On every call (outgoing or incoming), the Captioning Service is connected automatically through the second telephone line.
Requires one standard (analog) telephone line. Requires two standard (analog) telephone lines.

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How do I get captions with 2-Line CapTel?

You can turn the CAPTION feature on or off at any point during your telephone conversations. Simply press the CAPTION button to turn the feature ON or OFF while on a call. When the captions button is lit, you will receive captions. When the Caption button is off, the call will not be captioned. (The default setting is “ON”.) There will be an initial delay before captions begin as the Captioning Service is connected to the call.

Note: 2-line CapTel must be enabled to use this feature.

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How are incoming calls captioned?

When a caller dials your phone number, they connect directly to your CapTel 800 on line 1. As soon as you answer, the phone automatically dials the Captioning Service on line 2 to establish captions.

There is an initial delay between the time you answer the call and the time that captions begin, because it takes time for the phone to connect to the Captioning Service and initiate captions. During this time, your caller will hear everything you say. You may begin your conversation if you can hear the caller clearly enough. Or, you may ask your caller to hold for a moment while captions are established.

Once captions begin, you'll find they keep a close pace with the speed of your caller's voice.

I don't have two telephone lines - can I still use my CapTel 800 phone?

YES, the CapTel 800 works with just one telephone line as well (1-Line mode). Using 2-Line CapTel is purely optional. You can still make and receive telephone calls with captions with 1-Line CapTel. The main different between 1-Line mode and 2-Line mode is in the way that incoming calls get captioned. With 1-Line mode, callers need to dial the captioning service first, then enter your telephone number, in order for you to see captions of the call. With 2-Line CapTel, you can turn the captions on and off at any time, on any incoming or outgoing call. For more differences/details, please see What are the difference between 1-Line CapTel and 2-Line CapTel?

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